GoTo Resolve

manage and track customer issues efficiently and effectively. It's been a game changer for our team!

Pros

The customizable ticketing system and real time reporting are fantastic features. They have made our workflow much smoother.

Cons

The user interface could be improved to make it more easy going. Also the mobile app needs more features and better navigation.

GoTo is helpful for remote work

Pros

Goto Resolve provides the solution we need for remote employees to connect to office PCs.

Cons

GoTo resolve sometimes has latency issues every now and then.

Excellent IT support tool

Pros

Goto Resolve offers me many tools to manage our company s IT resources and give real-time support to our users. Having details like the operating system a computer is running the current user logged in and the computer,s resource usage on my control panel has been very helpful for support.

Cons

The two biggest problems I have encountered are that GoTo resolve uses more resources when providing remote support compared to other remote desktop solutions. Some of our older machines run very slowly when I use it to connect. Additionally, if the GoTo Resolve client on a machine stops, it can be difficult to guide a user on how to restart it. It is usually easier to tell them to restart the whole machine. The GoTo Resolve client does not handle user changes well, which is often when the client crashes.

Not Great. Bad Sessions - Where I Coudn't Even Remote Into End-User's System

Pros

I did not have to pay for it since the company covers the licensing costs.

Cons

I cannot remote into an enduser's system while they are experiencing a problem.

Unsatisfied with the software performance

Pros

After successfully saving our client s computer on GTR we gained convenient remote access and better control. Now we can use the command prompt without needing the clients cooperation.

Cons

Saving and installing files on a client computer can sometimes be challenging. Occasionally the installation does not work while other times it functions properly.

Decent product, lots of bugs, support non-existent

Pros

I like what was described to us as a selling point including the ticket system integrated with Teams inventory management and ease of use.

Cons

It is a task to get it implemented. We have a free trial account that cannot be deleted, so we cannot contact support or open a ticket because it wants us to pay, even though we have paid several thousand dollars upfront for the year. It is not easy to figure out. The ticket system is unreliable at best, and they do not seem to know how to help with the configuration.

Perfect for our remote assistance!

Pros

The software is very easy to use and switching to admin mode is no big deal.

Cons

I need to explain to users how to use it. They have to download and start the program manually, which is not always obvious for them.

GoTo Resolve sucessor of GotoAssist

Pros

The license model is clear. We can use goto Resolve in the browser or the app.

Cons

The WebConsole sometimes makes it hard to connect to a remote support session. This also depends on our Intunemanaged devices environment.

Migration from GoToAssist

Pros

The file transfer option is more easy than GoTO Assist and the information provided about the remote system is quite useful. With the new Patch Management screen we can easily see what remote systems need updates even though we do not install them via goto Resolve.

Cons

Certain areas of the system do not work consistently, like Alt TAB when connected remotely. Several features that were in GoTo Assist are missing from this product, such as Group Name in reporting downloads, the ability to install during an Attended Session and the option to remotely power on a PC though this was intermittent with GoTo Assist. We have also found that this product is not as stable as GoTo Assist and often times out a session or fails to connect for no clear reason. The process for a user to download and install an Attended Session is not as intuitive and simple as with Go to Assist. There is also no way to let multiple support staff join the same Unattended Session.

Our experience with GoTo Resolve

Pros

Goto Resolve is quickly adding features and expanding its product offerings. Remote support and remote PowerShell tools work very well.

Cons

As an early adopter we have faced a few bugs that led us to temporarily go back to a previous GoTo product for remote support. Layout changes happen very frequently, which can become a problem.